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Christian Colding

Entrou em 15 de abr. de 2021

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Última atividade em 27 de out. de 2021

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

HI Scott and Andrew,

I just wanted to let you know that it's not currently possible to get very granular around who can edit what. We basically have one role in Help Center called a Help Center Manager which gives access to everything - also on the Enterprise plan. You can read more about roles in this article.

On the articles side of things, we are planning to change access restrictions so you can specify exactly what can be edited by whom (if anything). Unfortunately I don't yet know when we'll have this ready, but I wanted to mention that is something that we would love to change going forward.

Exibir comentário · Publicado 23 de jun. de 2016 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Michael,

I am curious about your latest comment. You write that you need labels in Community to build a Knowledge base. At Zendesk we usually differentiate between Community and Knowledge base as two distinct features/products, so I am wondering how you think labels in Community would help you to build a better Knowledge base?

Exibir comentário · Publicado 16 de jun. de 2016 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Donald,

That is quite alright. Glad to have you participating! When it comes to your request I have found this discussion which seems to be related:

https://support.zendesk.com/hc/communities/public/posts/203424756-Send-attachments-as-attachments-not-links?locale=en-us

You are very welcome to go there and participate.

 

Exibir comentário · Publicado 26 de mai. de 2015 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Donald,

I am not entirely sure I understand. You can't attach files in comments for Help Center. Are you perhaps referring to attached files in tickets?

Exibir comentário · Publicado 26 de mai. de 2015 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Heather,

Great suggestion, although not strictly related to this thread which is mainly about community and adding more levels. To be sure that others see your feedback, I would recommend to add your feedback to one of these discussions which also touch on management of articles:

https://support.zendesk.com/hc/communities/public/posts/203450326-Improved-management-of-help-center-content?locale=en-us

https://support.zendesk.com/hc/communities/public/posts/203444836-Dashboard-for-live-Help-Center-articles

If they don't exactly touch on the same as you, I would recommend you to create a new post so others can comment and vote on it.

Exibir comentário · Publicado 19 de mai. de 2015 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Brenda,

It's not something we are currently working on, but we've seen the request before. Great to see you've created it here. I've moved it to our Product Feedback topic, so that others can comment and vote on it.

Exibir comentário · Publicado 08 de abr. de 2015 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi Jeanette,

Our research found that very few non-image attachments were used in our old product. Adding other types of attachments have some security implications, so we would have to assess those before we could implement it.

Thank you again for all your great feedback!

Exibir comentário · Publicado 20 de mar. de 2015 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hey guys,

Unfortunately no news yet.

But I would like to dive in to some of the use cases here. Could some of you tell me a bit more about how you would use this? As Michael has pointed out in his previous comment, there would also be the option of creating text snippets (or dynamic content) that you could use in different articles.

I would love to get some examples where you want a full article to reside in different places to understand how that differs from doing text snippets that you can use in different articles and that you would only have to update once.

If anyone could provide me some feedback on this, I would greatly appreciate it.

Exibir comentário · Publicado 24 de nov. de 2014 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hi everyone,

I just wanted to thank you all for your feedback. As mentioned in my previous update, we do not expect to support replying by mail as that is really a massive task. But I have noted all your feedback and we will look into improving the text in the mail so it's clearer that the user cannot reply directly by mail. Unfortunately I don't quite know when we can get to this, as we are currently working on other major updates. I will keep you updated here.

Exibir comentário · Publicado 27 de ago. de 2014 · Christian Colding

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Christian Colding comentou,

Comentário na comunidade Feedback - Community Forums (Gather)

Hey guys,

I just wanted to chip in, since I can see a lot of you want this feature.

As the Product Manager for the Community in Help Center, I can definitely understand the use case. Brian Adkins, you pointed out very well the challenges that users face with your two bullet points and I agree that it can be difficult to understand that tickets behave different from community discussions.

That being said, supporting this is a massive task. The mail protocols have their own set of limitations and we spend a lot of resources getting mail to work with tickets. While I will in no way rule out that we will implement this at some point, it is not something we expect to be focusing on in the near-term future. One thing that we can do without too much trouble is making it more clear that users should reply in the community. Currently, we do not show anything in the Web portal mail notifications, where as we in the Help Center notifications show this sentence:

"Please do not reply to this message. Email replies will not update Help Center content."

It would be great if you guys could let me know if you are all using Web Portal or if some of you are using Help Center? It could help us to figure out whether that sentence is enough or if we should do more to make it clear.

I know that the best solution would be to allow replying via mail, but considering the complexities I would like to explore other ways of improving this, in recognition of the problem.

Exibir comentário · Publicado 23 de jul. de 2014 · Christian Colding

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